User settings

AI-generated summary

Genesys Cloud provides comprehensive user settings that enable customization of profile information, presence status, phone configuration, and communication preferences. Users can access these settings through their avatar in the menu bar to view and edit their profile, organization membership, and custom status messages. The platform supports eight presence states—Available (green), Busy (red), Away (yellow), Break (yellow), Meal (yellow), Meeting (red), Training (yellow), and Out of Office (pink)—each displayed as colored rings around profile pictures, with elapsed time tracking available for agents to monitor break and lunch durations. Phone configuration options include selecting a phone device, enabling call forwarding with custom forwarding numbers, and managing WebRTC phone settings. Agent-specific features include queue activation to access Active and Available Queues lists for workload management. Users can set Out of Office status with optional start and end dates and times. The My Details section displays job title, company information, geolocation, last login timestamp, and emergency address. Geolocation sharing is configurable through Preferences on Windows desktop apps, managed by Apple Location Services on Mac, and controlled by web browser settings in browser-based applications. Additional preferences allow customization of sound, ringtones, notifications, chat settings, password management, voicemail PIN, and language options, with some preferences varying by application type (browser, Windows desktop, or Mac desktop). Users can access a Documents dashboard through the My Files feature and log out of the platform through the Logout function. The documentation includes a feedback mechanism allowing users to report issues such as inaccurate or outdated content, rate information clarity and usefulness, and specify their role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support). Related topics cover settings management, user presence and status indicators, profile configuration, location and geolocation distinctions, activity indicators, multi-user status management, user activation and deactivation, information sharing settings, transfer actions, and permission set assignments for Genesys Cloud for Salesforce integration.

To access user settings, from the Menu bar, click your avatar. Your user settings appear. Genesys Cloud user settings

Configure user settings

Setting	To configure
View your profile	To view and customize your profile, click the larger profile picture. For more information, see Profile page overview.
View your organization name	Your organization name appears below your name, next to the building icon. If you are a member of more than one organization, Genesys Cloud also shows the name of the organization you are currently logged into. For more information, see Organization names and log in.
Add a custom message	To provide additional information about your presence, status, or location, for example, “Back at noon,” in the Hello box, type a brief message. For more information, see Change presence and status.
View your current presence and status	Genesys Cloud displays your current status. Presence indicators appear as colored rings around profile pictures. Presence appears as the following: Green for Available Red for Busy Yellow for Away Yellow for Break Yellow for Meal Red for Meeting Yellow for Training Pink for Out of Office To change your presence and status, click your current status and select the option you want. For more information, see Change presence and status. Genesys Cloud also displays the elapsed time for your status. Monitor the time spent on breaks and lunches. This setting applies to agents. For more information, see Status timer for agents
View your selected phone	To make and receive calls or to select a different phone, click your selected phone and update your Phone Details. For more information, see Select a phone and Select and configure the Genesys Cloud WebRTC phone.
Forward your calls	To enable call forwarding and to configure a forwarding number, click Forward My Calls and update the options in Phone Details. For more information, see Forward your calls.
Activate Queues (Agents)	To access the Active and Available Queues lists and to specify queues, click Activate Queues. This setting applies to agents. For more information, see Choose queues to work.
Set Out of Office status	To provide a start date and time for the periods you are away, click Out of Office. Optionally, include the end date and time. For more information, see Change presence and status.
My Details	My Details displays various details about you. These details include your job title and company, your geolocation, last login, and emergency address. To enable Genesys Cloud to share your geolocation in the Windows desktop app, click Preferences and then click the General tab. In the Mac desktop app, Apple Location Services manages geolocation. For more information, see Share your current geolocation. In the browser app, the web browser manages your location setting. For more information, see Share your current geolocation.
Access your Preferences	To customize settings for sound, ringtones, notifications, chat, password, voicemail PIN, language and other options, click Preferences. Note: Some preferences are specific to the app you that you use: browser, Windows desktop, or Mac desktop. For more information, see Change web app preferences, Change Windows desktop app preferences, and Change Mac desktop app preferences.
My Files	Click my files to access the Documents dashboard.
Log out	To log out of Genesys Cloud, click Logout. For more information, see Log out.

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